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IA-2026-0015

Smart Assyst Non traduit

Idéation Dirigeant principal du numérique

Description de l'initiative Non traduit

Assyst is point of entry to all CDOS service requests and it covers many of the ITIL and ITSM practices which is the foundation of any IT organisation - and it has the potential to support most if not all of the ITIL and ITSM practices. The most recent versions of Assyst now have deeply integrated AI functionalities that are embedded in all parts and stages of the IT support process. It includes: A natively integrated Chat Bot for technicians and clients, AI ticket assignment, integration to MS Teams, recommended solutions, automated FAQ generation, natural language system search, risk prediction, conversational coding for Assyst developers, smart ticket assignment and escalation, summarization of knowledge articles, and more Activating and configuring those AI functionalities would require an investment in the Assyst system in order to make it AI ready. There is currently a lot of waste in the various CDOS ITIL practices due to a lack of investment in our ITSM tools. Modernizing Assyst to make it AI ready and turning on many of the newer AI features would joinlty contribute to reduce much of the waste incurred during the delivery of our CDOS services to the organization. It would also be a strong showcase both for CDOS and our clients of the power of AI integrated to a complete service process instead of the common and simple use case of AI conversational agents that may only produce limited and siloed value.

Alignement stratégique

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Contacts

Expert en la matière
Laplante, Stéphane

Cycle de vie

  1. Idéation

    État de l'étape : En cours

    28 août 2026

  2. Évaluation

    État de l'étape : À venir

  3. Approuvée

    État de l'étape : À venir

  4. Développement

    État de l'étape : À venir

  5. Pilote

    État de l'étape : À venir

  6. Production

    État de l'étape : À venir

  7. Archivée

    État de l'étape : À venir

Calendrier de cette initiative

  • Réalisé
  • En cours
  • Prévu
  • Non applicable
  • Aujourd'hui
août 26
Journal des modifications (4 entrées)

Historique public des événements structurants de cette initiative. Les échanges internes de l'équipe n'y figurent pas.

  1. Changement d'étape

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  2. Changement d'étape

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  3. Changement d'étape

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  4. Création